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Transactions: WSEAS TRANSACTIONS ON SYSTEMS
Transactions ID Number: 42-593
Full Name: Chia-Nan Wang
Position: Professor
Age: ON
Sex: Male
Address: 415 Chien-Kung Rd., Kaohsiung City, 80778
Country: TAIWAN
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E-mail address: cn.wang@cc.kuas.edu.tw
Other E-mails: cn.wang@newfancy.com
Title of the Paper: Using a Systematic Approach to Enhance the Repair Service Quality of Mobile Phones in Taiwan
Authors as they appear in the Paper: YAO-LANG CHANG, SHU-CHIN LAI, CHIA-NAN WANG
Email addresses of all the authors: iahucimo@yahoo.com.tw, kc8899@gmail.com, cn.wang@cc.kuas.edu.tw
Number of paper pages: 10
Abstract: Sales and after sales service of mobile phone in Taiwan has been very competing in the past decades. Fix the Mobile Phone problem within 30 minutes is an essential commitment in Taiwan. Enhancing repair speed and successful repair ratio is the prerequisite of success. However, quantifying repair performance is not easy because customers¡¦ focuses not only on repair speed and repair ratio, but also on the frequency of repeated repair claims. This study applied the Contradiction Matrix and Problem Hierarchy Analysis of the TRIZ (Russian: Teoriya Resheniya Izobretatelskikh Zadatch) theory to analyze the issues of mobile phone repair business and proposed a strategy for improving repair speed and repair ratio and decrease the frequency of repeated repair claim.
Keywords: TRIZ Theory, Contradiction Matrix, Problem Hierarchy Analysis
EXTENSION of the file: .doc
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